universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

• A.Social Conversation component
• B.Omni channel
• C.Appexchange solution
• D.Custom lightning component

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The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

• A.Average call handle time by team.
• B.Number of cases created - - Site by month
• C.Number of IVR inquiries without agent involvement.
• D.Number of cases closed by a self-service user

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Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A.Restrict the Manage Articles user permission
• B.Set up an intuitive Data Category hierarchy
• C.Enable and configure wildcards for article searches
• D.Require that an article be added when closing a case

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After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

• A.Inform users that the only way to create articles is from the Knowledge component.
• B.Enable Read/Write/Create permissions for Knowledge articles.
• C.Add the Manage Salesforce Knowledge permission to the user's profile.

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Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

• A.set a cutoff date of 1.5 months before user acceptance testing for any change requests.
• B.Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
• C.Deliver the entire project simultaneously so as to present UC with a completed solution.
• D.Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

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